Refund & Chargeback Policy

Effective date: October 1, 2026 · Version: v1.0

This policy explains refunds for Gold Coin (GC) purchases and how chargebacks and payment disputes are handled. It forms part of the Terms of Service. Sweeps Coins (SC) are never sold, so there is nothing to refund for SC — no purchase is necessary to obtain or play them.

1. Unused packages — 14-day refunds

1.1 If you bought a Gold Coin package and have not used it (no GC or bonus SC from that package have been played, spent, or redeemed), you can request a full refund within 14 days of purchase.

1.2 Email hello@pinksplay.world from the account email with the package, date, and amount. We confirm eligibility and refund the original payment method within 10 business days after approval.

1.3 When we refund an unused package, the free bonus SC included with it are reversed from your balance. If those SC have already been played or redeemed, the package is not unused and this section does not apply.

1.4 Refunds are issued only to the original payment method used for the purchase. We do not refund to a different card, bank account, or person.

2. Duplicate and unauthorized purchases

2.1 If you were charged twice for one purchase, or you believe a purchase was made without your authorization, contact hello@pinksplay.world within 30 days. Include the date, amount, and last four digits of the card.

2.2 We investigate with our payment processor. Verified duplicate charges are refunded in full. Unauthorized-use claims that we confirm are refunded and any associated SC are reversed; we may require identity verification and a written statement.

2.3 Keep your account credentials private. Purchases made through your signed-in account are presumed authorized unless you can show otherwise. Repeated unauthorized-use claims may lead to account closure.

3. Chargebacks

3.1 Please contact us before starting a chargeback or payment dispute — most issues are resolved the same week.

3.2 If a chargeback is filed, we suspend SC redemption on the account while it is reviewed and reverse the free bonus SC associated with the disputed purchase.

3.3 If the chargeback is resolved in your favor by the bank, the reviewed balance is restored for redemption (subject to the Official Sweepstakes Rules). If it is resolved in our favor, the purchase stands and the reversed bonus SC are not restored.

3.4 We may recover reasonable dispute fees and close accounts for repeated chargeback abuse, bonus abuse, or payment fraud. We provide processors and banks with transaction records and account evidence as required.

4. Errors, technical issues, and your statutory rights

4.1 If a purchase fails but your card is charged, or a package does not appear in your account, contact us — we correct confirmed errors promptly, normally within 2 business days.

4.2 Nothing in this policy limits rights you have under applicable consumer law, card-network rules, or your bank's dispute process.

5. How to reach us

5.1 Refunds and payment questions: hello@pinksplay.world. Include your account email and the transaction reference. We respond within 4 business hours on operating days, and complete refund decisions within 10 business days.